Frequently Asked Questions
General Parking Questions
Who do I contact if I am mischarged or wish to make a complaint?
What do I do if I forgot my QR code or cannot pull it up on my phone?
I do not have a credit card – how can I pay for my parking? Can I pay by debit card?
Online Pre-booking Questions
I entered a different license plate online than the car I will now be driving to the airport. What happens?
I need a receipt for my parking. How do I get one?
My trip was shorter than the period of time that I booked online – do I get a refund?
My trip was longer than I anticipated in my online booking, how am I charged for the extra time?
What is the cancellation or refund policy for booking online?
When I book online will I be charged right away or when I exit the parking lot?
Where can I find the parking online Terms and Conditions?
How do I amend or cancel a booking?
What do I need to bring with me when traveling to the parking facility?
What do I need to do when I arrive after I have prebooked and prepaid for my parking?
What do I need to do when I exit at the end of my stay?
How do I know that I have successfully made a booking?
Can I use the same credit card for more than one reservation?
Can I book parking in all lots and garages?
How close to my date/time of travel can I prepay for parking?
How to use Park PHL Reserve to make your parking booking online
How do I book online?
What if I don’t receive a booking confirmation email?
I have a question about the prebooked parking charge on my card. What should I do?
My promo code is not valid?
Am I guaranteed a specific parking space?
How far in advance can I prebook parking?
What is the minimum length of stay?
What is the maximum length of stay?
Managing your online parking booking
Do I have to pay a fee to amend or cancel my booking?
At the parking facilities
What happens if I arrive before the entry time I specified when making my booking online?
What happens if I arrive at the entrance to the parking facility and a sign says that it is full?
What happens if after entering the parking lot I need to leave and re-enter the parking lot again?
General Questions
Who do I contact if I am mischarged or wish to make a complaint?
Please send your concern to [email protected]. We will need the details of which parking lot you used, when you entered and exited the parking lot, your license plate number, and any back up documentation you may have, such as parking tickets, receipts or online booking documentation.
For parking rate clarification or general inquiries, please call (215) 683-9840.
Back to the top
What do I do if I forgot my QR code or cannot pull it up on my phone?
The system should recognize your plate and open the gate at both the entry and exit. If you arrive with a different plate, or your plate is misread by the system, scanning the QR code will allow you to enter the lot. If you do not have your QR code with you, please hit the call/help button and the control room will allow you to enter under the reservation.
Back to the top
I do not have a credit card – how can I pay for my parking? Can I pay by debit card?
To use Park PHL Reserve to prebook parking, you must have a credit card. If there is a Visa or Mastercard logo on your debit card, it will be accepted if you prebook your parking or are paying at the exit. Also, all parking lots accept cash as a form of payment.
Back to the top
Online Pre-booking Questions
I entered a different license plate online than the car I will now be driving to the airport. What happens?
Your confirmation email includes a QR code which can also be used as an entry method. You can scan this QR code at the reader at the barrier gate to gain access to the parking lot.
If you need to change the plate, please review your reservation confirmation email and you will see a link to revise your booking and update your plate information. Please keep the QR code handy as you may still need it to enter the lot under your reservation.
Back to the top
I need a receipt for my parking. How do I get one?
If you booked online with PHL Reserve, your confirmation email is considered your receipt.
If you need a receipt for an exit payment, please email [email protected] to request a copy. Please provide your license plate number, the transaction date and the transaction amount.
Back to the top
My trip was shorter than the period of time that I booked online – do I get a refund?
No refunds are provided for shorter stays.
Back to the top
My trip was longer than I anticipated in my online booking, how am I charged for the extra time?
You will be asked to pay the difference at the gate when exiting the lot. Any extended days will be charged at the prebook rate. Please note that we cannot be responsible for airline or weather-related issues that prevent you from returning on your originally scheduled time.
Back to the top
What is the cancellation or refund policy for booking online?
You may cancel for any reason and obtain a refund up to two (2) hours prior to your booked entry date and time. You can click the link in your reservation email to cancel or revise your reservation. Refunds are only made to the credit card that was charged with the booking.
If you are having difficulty canceling your booking online, then reach out to [email protected] for further assistance and please provide your booking confirmation number.
Back to the top
When I book online will I be charged right away or when I exit the parking lot?
Your credit card will be charged upon completing your online reservation.
Back to the top
Where can I find the parking online terms and conditions?
The Terms and Conditions of parking can be found here.
Back to the top
How do I amend or cancel a booking?
It is possible to amend or cancel a Park PHL Reserve booking if it is at least two (2) hours prior to your noted arrival time, and you are NOT already parked in the lot. Go to the “Manage My Booking” section at parking.phl.org. You will need the booking reference number from your booking confirmation and the email address you provided during the booking process in order to access this page.
Park PHL Reserve users are allowed to enter two hours earlier than their booked time and exit two hours after their booked time. If you enter more than two hours early, you will need to pull a ticket to enter the lot. Upon exiting, DO NOT scan the ticket. Instead, hit the call/help button and the control room will charge the early entry time at the prebook rate. If you overstay more than the two-hour window when returning, the system will prompt you for payment at the exit and it will be at the Park PHL Reserve rate.
If you are delayed in returning and will be in the lot for more than 30 days, notify ([email protected]) so your vehicle is not deemed abandoned and subject to tow.
Back to the top
What do I need to bring with me when traveling to the parking facility?
Please bring the following with you to ensure your Park PHL Reserve online booking is recognized:
- Take the same car bearing the license plate details you provided when making the booking.
- Bring your reservation confirmation email with the QR code on it or have it available on your phone.
Back to the top
What do I need to do when I arrive after I have prebooked and prepaid for my parking?
Drive to the lot specified on your booking (your confirmation email will have a directional link).
Use any entrance lane and your license plate will be scanned and, when recognized, the barrier gate will rise and allow you to enter the lot. Should there be a problem with reading your license plate, simply scan your booking confirmation QR code or press the call/help button for assistance. Do not pull a ticket, otherwise you may be double charged when you exit the lot.
If you have any concern at the entry or exit lane, please hit the call/help button for assistance from the control room.
Back to the top
What do I need to do when I exit at the end of my stay?
To exit, simply drive to an exit lane and the cameras should recognize your license plate. The barrier gate will automatically rise and you are free to exit the parking lot. Should the barrier gate not rise, simply scan the QR code from your confirmation email or your phone. This will raise the gate and allow you to exit. If the gate still does not rise, press the call/help button on the bottom right-hand corner of the device in the exit lane.
If you have stayed longer than your original booking, you will be asked to pay for the additional time. The overstay fee will be displayed and you will need to pay via credit card. The barrier gate will then rise and permit exit.
Back to the top
How do I know that I have successfully made a booking?
On completion of the booking process, you will be sent an email confirmation to the email address you provided immediately. If you don’t see it, please check your spam and “junk” folders.
Please note that your reservation number will be provided during the booking process. We suggest that you screen shot this number or write it down. If you do not receive or have your confirmation email, please provide this reservation number to [email protected] for assistance.
Back to the top
Can I use the same credit card for more than one reservation?
Yes. However, the system will not allow for the same license plate to have overlapping reservations.
Back to the top
Can I book parking in all lots and garages?
No. At this time, we are only offering prebooked parking in the Economy Lot.
We plan to eventually expand Park PHL Reserve prebooking to other lots and garages.
Back to the top
How close to my date/time of travel can I prepay for parking?
Park PHL Reserve will accept bookings up to 24 hours prior to the expected time of arrival.
Back to the top
How to use Park PHL Reserve to make your parking booking online
How do I book parking online?
Step 1: Visit parking.phl.org. Insert your date and time of arrival at the parking facility and your date and time of departure from the parking facility as well as the airline you will be travelling into the online form.
Step 2: The system will check parking availability and pricing for the dates and times specified and all available options will display:
- View the applicable parking fee for each available product during your planned visit.
- View the travel time and method of travel to the terminal you will be flying out of.
- Each option has a “more info” link for your review with additional information.
- To make a booking, click on the "Book now" button in the box with your specific parking choice to select your booking. Please ensure that the dates and times you have noted are correct. Did you note AM and PM correctly for your entry and exit?
Step 3: Complete the "Personal Details" section by inserting the required contact information into the online form. Please ensure that the details you provide are correct.
You will be required to enter the license plate for the vehicle you will be parking. Please ensure that the license plate details you enter are those of the actual car you will use on the day that you travel.
Click on the "Terms and Conditions" link and read carefully the document presented. Confirm that you have read the terms and conditions and that you agree to them by clicking on the box opposite 'I have read and accept the Terms and conditions'. Click on “Book and pay” to proceed to the next step.
Step 4: Enter your payment details. Once all payment fields have been entered the “Pay” button will be highlighted. Click on “Pay” to proceed. The system will validate your card details and once approval is received, will automatically issue a formal booking confirmation on the webpage. In addition, a booking confirmation will be sent to the email address you have entered. You should retain a copy of this booking confirmation as it includes details of your booking and your unique booking reference number. This reference number is essential if you later need to amend or cancel your booking. The email will also have the QR code which may be needed for entry.
Back to the top
What if I don’t receive a booking confirmation email?
Please check your email spam and junk folders as your email settings may not have allowed the email into your inbox.
Please check to see if your credit card has been charged. If so, then please send an email to [email protected] and provide your plate, name, type of credit card you used and only the last four digits, as well as the date that you made the booking, and your reservation number from the booking process. We will be able to search and update any email error and resend to you.
If you are not seeing any credit card charges, then the booking did not complete and there could be an Internet firewall issue. Please try using a different device and/or browser/wifi network to create a reservation as some devices or networks have a firewall that can block certain websites.
Back to the top
I have a question about the pre-booked parking charge on my card. What should I do?
Email [email protected] and note your confirmation number in the SUBJECT line, and in the body of the email note your concern and provide any additional information necessary.
Back to the top
My promo code is not valid?
Please review your promo code to ensure you are booking in accordance with the noted booking and parking dates offered.
A promo code cannot be applied to a booking that has already been completed, and only one code per booking can be used.
Back to the top
Am I guaranteed a specific parking space?
No, you cannot reserve a specific parking space. Once you enter the lot you can park in any open space not marked for specific uses.
Back to the top
How far in advance can I prebook parking?
You may book up to 365 days (one-year) prior to your travel dates.
Back to the top
What is the minimum length of stay?
There is no minimum length of stay, however, any booking made that is less than 24 hours will be rounded up to the full day booking rate.
Back to the top
What is the maximum length of stay?
There is a maximum of 30 days for Park PHL Reserve transactions. Should you need to park beyond 30 days, you must reach out to [email protected] prior to your 30th day in the lot to ensure your vehicle is not deemed abandoned and impounded.
Back to the top
Managing your online parking booking
Do I have to pay a fee to amend or cancel my booking?
There is no fee for amending or cancelling your booking. Please note that if you are making a change to your reservation that will impact the price, your original reservation will be cancelled and a new, amended reservation will be created and will be at the current prebook rate. The original reservation will be fully refunded within 3-5 days and the amended reservation will be fully charged and be your only active reservation. You should receive a new confirmation email as well. Please note that amendments and cancellations can only be made more than one hour prior to your booked entry time.
Back to the top
At the parking facilities
What happens if I arrive before the entry time I specified when making my booking online?
Park PHL Reserve guests are allowed to enter two hours earlier than their booked time and exit two hours after their booked time. If you enter more than two hours early, you will need to pull a ticket to enter the lot. Upon exiting, DO NOT scan the ticket but instead press the call/help button and the parking control room will only charge you for the early entry at the prebook rate. If you overstay more than the two-hour grace period when returning, the system will prompt you for payment at the exit.
Back to the top
What happens if I arrive at the entrance to the parking facility and a sign says that it is full?
A lot may close to drive up traffic, but Park PHL Reserve guests will be allowed in with your reservation. Should there be a situation in which a lot is closed to Park PHL Reserve as well as drive up traffic, prebookers will be directed to a different lot and reservations will be honored.
Back to the top
What happens if after entering the parking facility I need to leave and re-enter the parking lot again?
Once your vehicle is detected exiting the parking facility, your booking will be treated as being complete.
When reentering, Park PHL Reserve guests will need to pull a ticket and then, at the time of final exit, DO NOT insert the ticket. Press the call/help button at the exit and let our staff know that you have a reservation that can be applied.